Building Operational Excellence: IT People and Process Best Practices (It Best Practices Series) - Softcover

Allen, Bruce; Kutnick, Dale

Softcover

ISBN 10: 0201767376 ISBN 13: 9780201767377

Publisher: Addison Wesley, 2002

Synopsis

This book shows IT managers exactly how to assess their own organizational processes, and then improve those processes to "best practice" levels -- starting today. Drawing on META Group's worldwide enterprise consulting experience, it introduces a new way to understand IT processes, and a step-by-step approach to defining goals, filling in gaps, eliminating weaknesses, and achieving excellence. This book focuses on five core areas of IT management: operations, engineering support, finance, security, and customer relationship management (CRM). The authors introduce Centers of Excellence (COEs): clusters of interrelated IT tasks that, when properly sequenced, can be the building blocks of "best practice" processes. Building on this concept, they show how to define IT processes that optimize efficiency and effectiveness across the IT organization; integrate and automate similar tasks and processes; improve accountability and correlate IT processes with service-level agreements; assign costs more accurately; and -- above all -- provide a consistent, excellent customer experience. For all IT managers seeking to improve the quality, timeliness, and value of the services they provide.

About this title

About the Author

Bruce Allen is a vice president of META Group. Before joining META in August 1990, he managed corporate central processing of hardware and software resources at the Hartford Insurance Group, where he was responsible for procurement and strategic planning. During his seventeen-year data-processing career, he has been involved in all aspects of central environment support, including operations, systems programming, performance analysis, rates/chargeback, budgeting, service levels, forecasts, and overall planning.

Dale Kutnick is the cofounder, CEO, and chairman of the board of META group, overseeing all of the company¿s research and analytical activities. Prior to cofounding META Group in 1989, Mr. Kutnick was executive vice president of research at Gartner Group. Previously, he was executive director and a principal at Yankee Group, and a principal at Battery Ventures, a venture capital firm.

0201767376AB05062002

From the Back Cover

Running an effective and efficient IT organization goes beyond just having the right technology in place. IT organizations must have effective ways to meet increased workloads, manage staff levels, and to collaborate more effectively with business units. Building Operational Excellence provides valuable insight for organizing IT people and processes, showing you how to improve end-to-end management of critical resources.

This book guides you through techniques of analysis, assessment, and change management that help create the center of excellence. It also offers techniques for implementing meaningful metrics to drive and demonstrate the business value of IT.

Although you can find many reports and briefs on the topics of infrastructure and operations excellence, this book provides a single source of industry-approved, affordable information.

0201767376B05062002

Edition details

• Publisher: Addison Wesley
• Publication date: 2002
• Language: English
• ISBN 10: 0201767376
• ISBN 13: 9780201767377
• Binding: Paperback
• Number of pages: 240